Motor Finance Commissions Complaints
The Financial Conduct Authority (FCA) is still completing its review of the motor finance market. Further guidance is expected later this year.
While it undertakes the review, the FCA has updated its temporary complaint-handling rules that impacts how we handle complaints about motor finance, where a commission arrangement was in place.
The Supreme Court issued its ruling in relation to motor finance on Friday 1 August 2025. The FCA as the regulator will now consider next steps on how we handle your complaint. We will continue to update this section of the website as things progress.
Who does it apply to?
If you’re an individual customer, sole trader, partnership of 2 or 3 or an unincorporated entity you may be in scope if you entered into a regulated finance agreement for a new or used car, motorbike, campervan or van through a broker or dealer.
Temporary Changes to Complaint Handling Time Limits
The temporary rules for these complaints mean that:
- We have longer to respond – in most cases, we will not be able to provide you with a final response until after 4 December 2025.
- You have longer to take your complaint to the Financial Ombudsman Service.
- This has been extended for up to 15 months from the date of your final response letter for motor finance complaints that are subject to the temporary rules.
Further information can be found on the FCA's website, which explains the reason for these changes.
Complaints Procedure
Step 1
We will write to you to acknowledge receipt of your complaint within 5 working days and will explain if we think the changes impact you.
If your complaint is not about a commission arrangement, we will aim to provide you with a final response within 8 weeks.
Step 2
If your complaint is about the commission arrangement, we will continue to investigate and may contact you to ask for further information. In most cases, we will not be able to provide you with a final response until after 4 December 2025.
You will not be able to refer your complaint to the Financial Ombudsman Service until we have sent you a final response.
Step 3
If you are not satisfied with our final response when you receive it, you will have the right to escalate your complaint to the Ombudsman free of charge and will be able to do so up to 15 months from the date of your final response letter for motor finance complaints that are subject to the temporary rules.
Already complained to us?
If you’ve already complained to us, no further action is needed, we will be in touch.
If you’ve been told by us that your agreement did not have a discretionary commission arrangement, you can now make a complaint about any commission payments linked to your motor finance agreement.
Make a complaint
You can submit a complaint about commission on your motor finance agreement by completing our online form. Our team will review it and respond in line with our complaints process.